Customer Relationship Management Software

The Next Generation of Customer Relationship Management Software

Businesses that invested in first-generation customer relationship management software have undoubtedly seen benefits, for example in customer data aggregation and performance reporting. But with time in service, the substantial shortcomings of legacy customer relationship management software have become clear. Pegasystems, the acknowledged leader in business process management and CRM solutions, now offers a next-generation CRM platform that transcends legacy CRM to deliver customer relationship management that’s intelligent, differentiated, and agile.

EBOOK

Intelligent Automation

Conventional customer relationship management software gives CSRs access to a good deal of data, but too often leaves them having to toggle between multiple systems and having to make a “best guess” about how best to address a customer inquiry. The result can be wasted time, inconsistency from CSR to CSR and case to case, and worst, customer frustration.

Pega customer relationship management software, by contrast, builds an unprecedented degree of intelligent automation into customer service processes to increase efficiency, consistency, and compliance with business objectives. Rather than simply displaying data on a screen, Pega call center software leverages the industry’s most sophisticated business rules engine to analyze the customer service inquiry and automate its optimal resolution. For situations that cannot be automated, the system intelligently routes work to the appropriate service representative and provides the representative with decision-making support.

Differentiated Services

Too often, conventional customer relationship management systems support only “commodity services”, a one-size-fits-all approach that ignores the real differences between product lines, market segments, and customer types. Customer service managers chafe at the difficulty of rolling out differentiated services based on customer attributes and behaviors.

With Pega customer service software, you can easily establish tiered and segmented services in order to optimize customer experience and company revenue. The Pega CRM platform employs an innovative application architecture that can dynamically integrate an enterprise-wide foundation of policies and procedures with one or more overlays of process customizations specific to particular regions, product lines, or customer types. With this dynamic multi-tiered application structure, you can quickly introduce targeted initiatives or pilot programs without impacting universal services.

Agility Driven by Business Users

With traditional customer relationship management applications, implementing new business objectives is a lengthy and costly software programming project. Business managers struggle to continuously improve customer service without draining the budget.

More than any other customer relationship management software on the market, Pega CRM puts business users firmly in control of new process and service creation. With an intuitive process creation interface and revolutionary technology that automates application coding, Pega CRM empowers business users to create new or improved customer service processes quickly and easily. Business users also benefit from Pega customer service frameworks that pre-build much of what you need for specific solutions like case management, on-boarding, or contact center solutions.